Technical Support

(416) 699 4125 extension 1

Welcome to Westney Heights Diagnostic Centre’s Technical support page.

Core Support Hours After-Hours Support System Maintenance
Monday 8:45am – 5:15pm 5:15pm – 8:00pm 03:00am – 06:00am
Tuesday 8:45am – 5:15pm 5:15pm – 8:00pm 03:00am – 06:00am
Wednesday 8:45am – 5:15pm 5:15pm – 8:00pm 03:00am – 06:00am
Thursday 8:45am – 5:15pm 5:15pm – 8:00pm 03:00am – 06:00am
Friday 8:45am – 5:15pm 5:15pm – 8:00pm 03:00am – 06:00am
Saturday 9:00am – 4:00pm
Sunday 10:00am – 1:00pm

Core Support Hours
On average, we answer 95% of support calls before they go to voicemail. Sometimes it happens that a large number of calls comes in at the same time. Please leave a voicemail if that happens. We make every effort to return the calls as soon as we can. Our approach to crunch times is to get your voicemail and to call you back instead of keeping you on hold for a long time.

After-Hours Support
Majority of calls go to voicemail during after-hours. You can expect a call back within 30-60 minutes. We only deal with outages and urgent issues during after-hours. If you require routine support like training or billing troubleshooting during after-hours, that needs to be scheduled with one of our representatives in advance.

System Maintenance
We perform software updates and infrastructure maintenance during the night hours, when statistics show that system utilization is at nearly zero. Even at these hours, we strive to keep downtime to a minimum. To minimize impact, we only take the needed part of the application offline, and only do so when there is no way around it.

Support by Email
Email address:
If you prefer to communicate by email, you can send us your request electronically. Please make sure that you include as much detail as possible:

Contact information: your name, clinic, a number to call you at if we urgently need to.
Problem: what you think is not working as it should, anything unusual that you see, a copy of error message.
Need: what the desired result is, what you are trying to achieve in the end, how you will know that you got what you need.
Details and attachments: any details that may be relevant for us to understand the problem and the desired outcome. Sometimes, a picture is worth a thousand words. It can help us see the problem or solution if you attach a screenshot, a form/report sample or just a drawing of the layout you would like.

Emergency Outage Reporting
In addition to the hours outlined above, we are monitoring voicemails and support email as much as we can for messages about system outages. If Velox PACS, RIS, Billing or any other Velox module stops working for you and it appears that the whole system is down, please do send us a voicemail or an email.

If Our Phone Is Busy or Not In Service
You can sometimes get a busy signal or “phone number is not in service” message when calling our line. We use the same telephone technology as everyone else, and we too depend on business Internet connections to keep us online. The phone number is still the same, and if our phones go down, getting them back online becomes our highest priority.

Thank you for your patience and kind words. We keep doing our best to live up to and exceed your expectations. Success of your practice is our only goal.